As healthcare managers learn how to take their rightful place at the forefront of the patient experience movement, it’s important to make sure that when they communicate with staff, they go out of their way to verbalize the positive actions they are taking on behalf of their team and patients. Brooke Billingsley says, "If managers fail to constantly emphasize the positive actions they are taking on behalf of their staff, they can be assured staff will remember all of the things he or she hasn’t done and view this as a lack of leadership."